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Who are we?

Riedel Communications, founded in 1987, designs, manufactures and distributes innovative real-time networks for video, audio and communications. Its products are used for broadcast, pro-audio, event, sports, theatre and security applications worldwide. The company is known for pioneering digital audio matrix systems and fibre-based real-time network technology.

Riedel is headquartered in Wuppertal, Germany and employs over 700 people in 20 locations throughout Europe, Australia, Asia and the Americas.

As a result of continued growth, Riedel Communications is looking to hire a talented and motivated candidate to join and lead our North America Service & Support Team.

This is an on-site position and the candidate will be based either in our US offices, Santa Clarita, CA.

Your responsibilities

We are seeking an experienced Manager of Service & Support to lead the team that aim at providing an excellent customer support. 

The key objective of the position is to manage the team responsible for first and second level Support for customers, on-site system commissioning and hardware repairs.

Your tasks will include:

  • Coordinate, lead and develop a cohesive team consisting of system engineers and service engineers performing customer support, system commissioning on site and in-house repair services.
  • Manage ownership of customers issues and follow problems through to resolution including accurate records.
  • Develop and maintain effective procedures for repair management incl. definition and monitoring of KPIs
  • Escalation path for internal and external incidents including on-site visits when needed
  • Participate in the development of new Service and Support products, policies, standards and processes
  • Report major technical issues to the headquarters (Service and Product Management), work closely with the other related departments, product management, hardware & software development, production and technical services in Germany
  • Process support calls and emails and answer technical requests.

Professional record & Expertise

Education

Successfully completed university studies or completed equivalent trainee program e.g. CCNA or equivalent, Information Technology degree, electrical engineering, communications engineering

Professional record

  • 5+ years of proven experience in a relevant market field, ideally in the (outside-) broadcast or AV entertainment market
  • 3+ years’ experience in network architecture and deployment
  • 4+ years’ experience as a team lead / manager role with experience as a Support Manager
  • Have dealt in a Service & Support organization

Expertise

  • Excellent knowledge of management methods and techniques
  • Understand broadcast workflows
  • Expertise with customer support processes and tools / software
  • Knowledge of communication, digital audio and (IP-) video technology (AES3, AES67, SDI, ST 2110, ST 2022-6) as well as IP standards (TCP, UDP, IGMP, VLAN, PTP)
  • Knowledge of fiber optic systems and RF systems a plus

Who are you?

You are a creative, flexible, pragmatic, and skilled individual with superb communications skills and a love of problem solving in a fast-paced team environment.

You have a very hands on mentality and also work as a member of his own team, you aim for operational excellence and strive for the best customer experience.

You also demonstrate some of the characteristics below:

  • Strong managing and leadership personality
  • Team player that fits the personality and basic setting of an international, medium-sized company
  • Natural authority, sociable and open personality
  • Loyalty, reliability and personal integrity
  • Passion about communication to customers
  • Self-organised and capable to self-educate on new technologies
  • Ability to cross-domain thinking and willingness to collaborate closely with other company functions using excellent communication skills
  • Mobility and willingness to travel (mainly in North America)
  • Authorization to work on the US territory

Pauline Bister
RIEDEL Communications GmbH & Co. KG
Uellendahler Str. 353
42109 Wuppertal

+49 (0) 202 292 90